NMS Downgraded From Full Version to LITE After Android Update

skielyrichards · ‎11-25-2011

Hi, I have been using a full version of NMS on my HTC Flyer for several months. Earlier today, HTC pushed out an update of Android from 2.3 to 3.2. No when I go into NMS, it says I'm running the LITE version, and I need to upgrade to the full version to get Anti-Theft and Web Protection back. I should have about 8 months left on my NMS subscription. Please advise. Thanks, Stephen

Andmike · ‎03-23-2011

Hi skielyrichards.

Sorry to hear of your problems. I understand that NMS stores some reference data on the external SD card so that in the event of the device being re-set then the Android Market will still know that you had purchased the full version. However your device is a little non standard. Do you have an SD card fitted? Did you have a back up of any of your data?

You might like to contact Norton Live Chat which you should be able to reach through this link. Just scroll down till you see "Chat Now" and then click on that. If you decide to try that, you should first make sure that you have the details of your initial purchase to hand. Hopefully the person on Live Chat should be able to help. If not please feel free to come back.

joen · ‎11-20-2009

> Earlier today, HTC pushed out an update of Android from 2.3 to 3.2.

This appears to come back to the issue that the current version of NMS is not specifically designed to work with Android > 2.x.

Samsung has sold (on average) a million cellphones a day with Android 4.x. Not to mention all the tablets running Android 3.

When will there be a new release of NMS that works well with Android > 2.x?

skielyrichards · ‎11-25-2011

Latest update. After a long support chat with a Norton engineer, they finally diagnosed that my NMS license file had become corrupted during the Android update. The engineer had to issue me a new license to get NMS working again. The good news is that I ended up with a new, full year subscription. The bad news is the process broke Norton Anti-Theft. I was then had to wait for a more experienced engineer to call me, who after an hour, wasn't able to get NAT working again. They took a log file and a bunch of other info, and said they'd call me back within a few days.

erik_carlstrom · ‎04-10-2008

Did you uninstall NAT before installing the new version of NMS? What steps were tried to resolve the issue with NAT? What do you see with NAT?

Erik
Product Manager
Symantec Corporation

skielyrichards · ‎11-25-2011

Hi,

No, I wasn't advised by the support engineer to uninstall NAT before re-installing NMS. To try and resolve it, we uninstalled NAT, then I went into antitheft.norton.com and removed my device. Then we tried re-installing NAT from within NMS, and then directly from the Android Market. After that, I was handed over to a second engineer, who called me.

The second engineer got me to install CatLog, record the log while reproducing the error, and then email him the resultant log file. He then said he call me back in a few days. Attached is a screen-shot of what I see.

Regards, Stephen

[edit: Removed email address.]

erik_carlstrom · ‎04-10-2008

Would you be willing to try the following:

Uninstall NAT

Uninstall NMS

Go to the NAT website and make sure you device isn't listed

Reinstall NMS

Activate NMS

Reinstall NAT

Try registering NAT with your device

Erik
Product Manager
Symantec Corporation

skielyrichards · ‎11-25-2011

Hi Erik,

Thanks for the reply. I'm a bit nervous about uninstalling NMS, given how difficult and time consuming it was to get it working again. The Norton Order Confirmation email I was sent says it's for "1 year protection for up to 1 device". Can you assure me I'll be able to download it again from the link in the email, and use the same Product Key again reactivate it?

Regards,

Stephen

Andmike · ‎03-23-2011

Hi skielyrichards.

I'm sure Erik will respond soon but just to say that with the non market version downloaded from the Norton servers, I have found no problem with downloads and it is just the Product Key that is the issue and recognised against the device. So, provided you stick to one device you could uninstall and re-install as many times as you like.

Also, if you still have the download on your PC there should be no need to re-download just reinstall from the PC.

I hope that helps and reassures. If not, I leave it to Erik to provide proper in depth assurance that only a real Norton man can.

skielyrichards · ‎11-25-2011

Hi Andmike,

Thanks for the feedback.

Erik, I went ahead and followed your instructions. I was able to re-install NMS, but when I came to register NAT, I still get the same error message. So no luck.

Thanks,

Stephen